Principles of Service Management

Find out what the discipline of service management can do for your business

Today an increasing number of companies compete on service, not product. As a result, understanding a service-based approach to business is essential - even for product-based businesses.

On this course you’ll learn the latest thinking in service management, exploring a service-centric perspective to marketing and management. You’ll examine service as a business model, the value creation process, customer perceived quality and promise management.

Ultimately, you’ll discover how service-based thinking can help you better serve your customer, and overcome a range of business challenges.

This course would be particularly relevant to business professionals and managers interested in the potential of adopting a service-based strategy, whether their firms are currently operating in an industrial or consumer context, or a manufactured goods or services context. It is also relevant for business students wishing to specialise in service management and marketing.

This course would be particularly relevant to business professionals and managers interested in the potential of adopting a service-based strategy, whether their firms are currently operating in an industrial or consumer context, or a manufactured goods or services context. It is also relevant for business students wishing to specialise in service management and marketing.

• Identify and understand central theories, concepts and models within service management
• Apply relevant theories, concepts and models to common service management challenges
• Explore the relevance of and opportunities for service-based thinking in business operations